Job Summary
We are seeking a detail-oriented and analytical WFM MIS Analyst to support Workforce Management operations for a US-based BPO process. The ideal candidate will be responsible for preparing and maintaining MIS reports, analyzing operational data, monitoring agent performance, and providing actionable insights to improve productivity and service levels.
Key Responsibilities
Prepare, maintain, and distribute daily, weekly, and monthly MIS reports.
Generate reports related to staffing, attendance, productivity, shrinkage, SLA, AHT, occupancy, and service levels.
Analyze operational data to identify trends, gaps, and improvement opportunities.
Monitor real-time performance and support workforce planning activities.
Ensure accuracy and integrity of data across multiple reporting platforms.
Create dashboards and automated reports using Excel and reporting tools.
Coordinate with Operations, WFM, QA, and HR teams for reporting and workforce requirements.
Maintain historical data and support forecasting and capacity planning.
Provide timely ad-hoc reports and analytical support to management.
Ensure adherence to reporting timelines and data quality standards.
Required Skills & Qualifications
Bachelor's degree in any discipline.
1–3 years of experience in MIS or Workforce Management within a BPO environment (US process preferred).
Strong proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Power Query, Charts, Dashboards).
Good understanding of WFM metrics such as SLA, AHT, Occupancy, Shrinkage, Adherence, Utilization, and Forecasting.
Experience with reporting tools such as Power BI, Tableau, or Google Looker Studio is an advantage.
Knowledge of WFM tools such as Verint, NICE IEX, Calabrio, or Aspect is preferred.
Strong analytical, problem-solving, and communication skills.
Ability to work in rotational shifts, including US business hours.
Email - [email protected]
Pay: ₹30,000.00 - ₹60,000.00 per month
Benefits:
- Flexible schedule
- Paid time off
- Provident Fund
Work Location: In person
